FAQs
Coffee
How long will my coffee last?
Properly stored, whole coffee beans will generally taste good for about 4 weeks from the roast date, and pre-ground coffee is best used within 10 days. We recommend consuming between 10 and 21 days from the roast date for the best experience.
A good storage device that we recommend is an Airscape cannister.
How much coffee should I order?
This is a very personal question with many contributing factors including brewing method, dose, age and much more. Below is a rough consumption guide.
Up to 14 cups per week = 250g
Up to 24 cups per week = 500g
Up to 50 cups per week = 1 kg
Where do you source your coffee from?
Our coffees are ethically sourced from all over the globe as we are always looking to improve our coffees and the relationships we have with our farmers and their communities. We either buy from an accredited Australian importer or a direct-to-farm relationship which is a great result giving us a great product and the farmer a great price.
Technical Support
Do I have to create an account when I place an order?
An account is essential for Subscription customers to be able to access and manage their account.
I’ve forgotten my account password, how do I log back in?
From the My Account page you will be able to perform a password reset. Click on the “Forgot My Password” button, you will then be sent an email with a link to reset your password.
How do I adjust my current order?
If you have placed an order and you would like to make a change get in contact with us straight away by calling or emailing us at the Roastery. If you are a subscription customer and would like to make a change, you can do this by logging into your account.
How do I update my details?
You can update your details from the my account page. You can access this by clicking the person icon at the top right of the screen.
When I try to reset my password, it says I don't have an account.
You'll need to email orders@artisti.com.au so we can find your account and send you an activation email to setup your password.
Returns & Warranty
If I don’t like your coffee, can I get a refund?
As per our Returns / Refund Policy we have conditions for returns and refunds, personal taste is not a valid reason for a refund. If you do not love our coffee, we would love to hear your feedback and possibly help you on your coffee journey.
Do you offer warranties?
Yes, all items you buy from us are covered both by an Australian Consumer Guarantee and by a manufacturer warranty. If something breaks, fails to work, or lets you down in another way that relates to faulty manufacture, you are possibly entitled to have it fixed, replaced, or even refunded, depending on the circumstance. We adhere and refer to Australian Consumer Law on these matters.
How do I return a faulty product?
If you receive a product that is defective, damaged, or faulty please contact us to arrange its return. You need to send it to us so we can inspect it. If we deem it to be a manufactures fault we will refund the goods and the freight costs to you. We will arrange to either refund your money or replace the product upon receipt of the defective product.
Shipping
Do you ship overseas?
We ship to the USA, Canada, New Zealand and UK, with postage calculated at checkout based on your location and order weight.
- Delivery times vary depending on the destination and courier service. Always check tracking for updates.
- Customs & Duties: Any applicable taxes, duties, or import fees are the responsibility of the customer.
- Exclusions: Some products may not be eligible for international shipping due to customs restrictions.
- Dispatch: Orders ship Monday to Friday from our roastery.
For the most accurate shipping costs and estimated delivery times, please proceed to checkout.
Do you charge for shipping?
We ship to the USA, Canada, New Zealand and UK, with postage calculated at checkout based on your location and order weight.
- Delivery times vary depending on the destination and courier service. Always check tracking for updates.
- Customs & Duties: Any applicable taxes, duties, or import fees are the responsibility of the customer.
- Exclusions: Some products may not be eligible for international shipping due to customs restrictions.
- Dispatch: Orders ship Monday to Friday from our roastery.
For the most accurate shipping costs and estimated delivery times, please proceed to checkout.
How do I track my order?
Once your order has been fulfilled you will be emailed an order tracking number along with a link to a tracking page.
How long will my order take to arrive?
We dispatch daily Monday to Friday from our roastery. From there shipping time can vary depending on your location and courier. Always check your tracking details to obtain an estimated arrival date. Where possible we aim to dispatch within 24 hours of your order however the courier shipping time may vary depending on your location.
If there are any delays in dispatching your order we will be in touch.
Can I add to an order that I have been notified as fulfilled?
Unfortunately not, a fulfilled notification means that your goods have been packed and are on the way to you. Please place another order.
Payment
I’m having trouble paying, what should I do?
You may find that the website will autofill information because your computer can remember your settings and does this out of convenience. However, if you need to prevent this then try clear your browser cache in your browser settings which can help you to start fresh.
Shop Pay won’t allow me to pick up or select shipping?
Shop Pay is an app that helps you add your details into Shopify and you pre-set your information, like your address, emails and card details to make it quicker for you to shop online. This auto fills your information and can override the options in websites. It can also auto fill from your original purchases and can be hard to make a change. This is not an issue with our website, you need to go back and change your Shop Pay settings.
Help! I can’t select 'Pickup' when in the cart?
If you have purchased from our store before, the cart remembers you and it will auto fill your history of shipping. If this happens go back to the <information> tab and change your shipping method, this will then adjust the freight costs in the payment cart.
My order has been Flagged as Fraud? and it was refunded?
Thank you for shopping with us, we appreciate your business and we aim to get your purchase out the door and safely to you as quickly as possible respecting both your privacy and payment
information.
ACR (Artisti Coffee Roasters) must ensure we protect ourselves from fraudulent orders by contacting customers whose orders have been flagged as fraudulent to verify customer and payment details.
Without doing so we can be held accountable with banks charging costs back to us if payments are allowed to be processed via stolen credit cards & fraudulent bank payments after they've been flagged by the Shopify System.
We rely on our web payment processors like Shopify, After pay, Zip pay and PayPal to give all orders a credit risk rating from Low, Medium & High risk.
'Low risk' orders will be processed and shipped without delay.
Orders flagged Medium or High risk will be refunded immediately to protect against possible stolen bank details and to minimise the losses in our business.
If your order has been flagged we will endeavor to contact you and resolve any issues with the payment that may be just a simple misunderstanding. Nevertheless we must go through this process and we apologise in advance and appreciate your patience in this matter.
We may require additional information including ID checks and verification to process your order. We may also offer a pick up instead of delivery or suggest a different payment method.
Regardless of fraud risk assessment all orders that have a value over our set limit will be called to ensure we are shipping your items to the correct address. We wouldn't want to see an Auto filled address sending out your products to your old address. Yes, this has happened, we cannot fix this once the goods have been sent.
If you are buying goods for someone far away from you this may present as this shipping address being far away from the order address and will also be flagged as fraud. Best to give us a call prior to placing these orders.
Why has my order come up as a Fraud Risk? Where to from here?
The first is your credit card may have been stolen, so its great we have
found this for you. We advise checking your statement NOW, and cancelling your
card to avoid further transactions and contact your bank to identify these fake
purchases. If this happens to you, we will happily provide details of these transactions
to your bank if needed.
The most common issue is the lack of Tracking on your payment, this happens
when you use a “incognito web browser” or you are trying to hide your data when
making a purchase. We get it, you want your data to be safe online, we do to.
However this is a common issue for our risk assessment process to flag your order
as Fraud and for us to refund the order immediately
We will contact you, if we can not reach you we will cancel the order and
deem the matter safe for you, the banks and our business. If we can reach you,
we may ask for additional explanations as to why this has occurred and with “Photo
ID” proof provided to us we may review your order and agree to process your
order.
